Automation Architect II

• Architect automation frameworks and blueprints that integrate CCaaS platforms, ServiceNow, and other IT ecosystems to streamline ticket handling, routing, and resolution.

• Design and implement intelligent workflows using AI, RPA, and orchestration tools to improve end-user support experiences.

• Collaborate with cross-functional teams, like Service Desk operations, data analytics, AI engineers, and business process owners, to identify automation opportunities and measure business value.

• Lead proof-of-concepts and pilots, moving successful designs into scalable, production-ready automations.

• Leverage data and insights to continuously optimize workflows, reduce manual effort, and enhance agent and end-user experiences.

• Stay ahead of emerging trends in CCaaS, ITSM, AIOps, and automation technologies, translating them into practical innovation within Astreya’s Service Desk practice.

• Act as a trusted advisor to clients and internal teams, evangelizing automation strategy and best practices.

• Proven experience architecting automation solutions across CCaaS, ServiceNow (or other ITSM platforms), and RPA or workflow orchestration tools (e.g. UiPath, Power Automate, Workato, ServiceNow Flow Designer).

• Strong understanding of AI and machine learning integration in service operations (chatbots, intent detection, predictive routing, sentiment analytics, etc).

• Hands-on experience building data-driven workflows, integrating APIs, and managing cloud environments.

• Ability to translate business problems into automation opportunities and communicate complex ideas to both technical and non-technical audiences.

• A mindset that blends innovation, human empathy, and operational rigor, always looking to improve both the agent and end-user experience.

• Excellent communication, collaboration, and stakeholder engagement skills.

At Astreya, we’re helping some of the world’s most innovative organizations elevate their IT operations through a blend of technology, talent, and insight. You’ll join a team where automation and AI are not just buzzwords, they’re at the heart of transforming how people experience support.

We value curiosity, creativity, and a bold spirit to challenge “the way it’s always been done.” Here, you’ll have the autonomy to design, build, and shape automations that truly move the needle for global enterprises.

• 5+ years in automation architecture, ITSM/ServiceNow engineering, or intelligent operations design

• Familiarity with CCaaS platforms (Five9, Genesys, NICE, Amazon Connect, etc)

• Experience with integration and API design, data pipelines, or observability platforms

• Certifications in ServiceNow, ITIL, or automation technologies are a plus

• A problem solver who can translate complex service needs into elegant, scalable solutions.

• A collaborative technologist who bridges the gap between IT operations, business stakeholders, and user experience.

• A curious innovator with a passion for exploring how AI and automation can elevate human support.